Outpatients’ booking telephone line – call waiting times update | News and events

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Outpatients’ booking telephone line – call waiting times update

We recognise that due to high call volumes to the outpatients’ booking telephone line, you have recently experienced delays when calling to book an appointment.

We appreciate the concern and frustration this may cause and our teams are working hard to reduce waiting times as soon as possible.

We have experienced a significant increase in demand, particularly due to the impact of the recent IT issues across our hospitals, which affected the outpatients’ appointment booking service.

We have taken the following actions to reduce call waiting times:

  • Additional colleagues are available at peak times
  • When calling to book your appointment, you will join a queue and be informed of your number in the queue, which will be regularly updated as you wait. At peak times, we may need to close the queue temporarily to new callers, due to reaching maximum call waiting volume – in this instance, you will hear a message asking you to call back later

We are also investigating additional options to reduce call waiting times and improve your experience.

Please be assured that if you are in the queue, a member of the team will answer your call as soon as possible.

We are working to restore our normal service for our patients and we apologise for the inconvenience caused – thank you for your patience.

To contact the outpatient appointments team, please telephone 01279 827391, Monday to Friday, 8am-8pm. Please have your NHS or booking reference number available.

Inpatient comment:

Everyone offered words of such reassurance and kindness. I felt so cared for and the communication with me at all times was fantastic.